1. ITIL Service Management Foundation

2. Slide 2 Course Objectives To introduce ITIL As Best Practice framework Terms, Definitions, Phrases Gain an understanding of the essential ITIL processes and how they relate to each other, in order to support and deliver a quality IT service

3. Slide 3 Course Content – Day 1 Introduction Introduction to IT Service Management Service Desk Configuration Management Incident Management Problem Management Change Management Release Management

4. Slide 4 Course Content – Day 2 Service Level Management Financial Management for IT Services Capacity Management IT Service Continuity Management Availability Management

5. Slide 5 ITIL Overview ITIL is a Best Practice Framework Integrated into OGC and BSI guidance ITIL Philosophy – Scaleable Process driven approach Key Objective 1 ► Align IT services with the Current and Future needs of the business and its Customers Key Objective 2 ► To improve Quality of the services delivered Key Objective 3 ► Reduce long term Cost of service provision

6. Slide 6 ITIL - IT Infrastructure Library Mission Statement Strategy Tactics Planning Operations day-to-day Business IT Alignment Service Delivery Service Support

7. Slide 7 Introduction to Service Management The Service Desk Configuration Management Incident Management Problem Management Change Management Release Management